ComplaintsforADS Security

• Initial Complaint

  04/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was informed via email (which I still have) by ************************* at ADS security (sales associate) that my entire security system would have a lifetime warranty at time of upgrading burglar system and adding CCTV cameras to my house. Recently a modem went bad and had to be replaced and I received a ****** charge for replacement in addition to the expected service charge. I contacted ADS and spoke with ******* who stated that that email in which he stated "the entire system" would be covered was only talking about the burglar system and not the camera system.

  Business response

  05/03/2023

  We have contacted ***************************** and resolved this matter. 

• Initial Complaint

  12/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a collections notice in the mail, dated 12/01/2022, in the amount of $1,004.10. There is no explanation of this large amount, and I have not been able to speak to anyone at the collections agency (goes to voicemail), and contacting ADS only refers me to that agency.My bill was paid up to October 2022 (see attached: paid invoices), so I am no sure how my account has been charged over $1000 without my knowledge. If there is equipment that I need to return, then I will return it. I would like an explanation of these charges.

  Business response

  01/17/2023

  *********************** account has transferred to our ***************** (****************************************************************, **** ************). ***** is under a 3-year agreement and services were cancelled for non-payment. 

• Initial Complaint

  06/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a monitored ADS Security system under a maintenance contract. This includes Security, Fire and Water sensors. On 4/4/22 I had a new hot water heater install and it sprung a leak that night. The ADP Water sensor was under water and did not go off. Its positioned directly in front of the water heater. It is hardwired and just below the physical master alarm panel. No battery involved. It failed. I got lucky and caught the leak early, but still incurred $12,000 in carpet damage and a massive mess. The leak was slow and if the water sensor had worked, no damage would have occurred. ADS came out and repaired the sensor. They stated for some reason the sensor was disabled 6.5 years ago. Also a few weeks later the backup battery failed and ADS came out and replaced the Battery. The repair tech stated that there were loose wires in the control box and that could have been the battery problem. Could that also have been the issue with the water sensor? What have I been getting for years paying a maintenance contract? I spoke with ****** in management at ADP shorty after this happened and asked him to get back with me on how they can make it right. He offered up 1 quarter of free service. I stated that was a slap in the face. No response for a month. I called again on May 9th and asked he once again to get back with me. No response as of today. The plumbers Insurance covered the carpet excluding what they call "depreciation". That totals $1943. This also does not cover my full night of water extraction and a major disruption to life.

  Business response

  09/01/2022

  Business Response /* (1000, 9, 2022/07/13) */ ADS Security was not notified to reconnect the water sensor(waterbug) after it was disconnected/removed. We always recommend a Certified Technician to re-install a sensor/contact to confirm sensor is properly re-installed and signals are received. Consumer Response /* (3000, 11, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue is I was paying for service over 6.5 years on a maintenance contract with ADS for a water sensor that had been disconnected and not maintained under the maintenance contract. ADS is who stated the water sensor was removed from programming 6.5 years ago and they had no idea why. Thus the damage to my home. They corrected the sensor but have not offered a proper resolution to cover 6.5 years of a maintenance contract i paid for and they did not maintain, damages, and time I am out. Business Response /* (4000, 15, 2022/08/10) */ ADS Security's Service/ Maintenance agreements covers all sensors in the home (under normal wear and tear), not just the water sensor. Unfortunately, due to the acquisition of *********** in 2018, we have no record of prior service history. As mentioned previously, we always recommend a Certified Technician to re-install a sensor/contact to insure it is properly re-installed and signals are received. Consumer Response /* (3000, 19, 2022/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) ADS did not propose a resolution. ADS technicians has been onsite several times since acquiring ***********. Did you not send a certified technician? Are you telling me they do not test the full system as asked? Are you saying I am at fault for not formally requesting a re-install you are now coming up with? I like how now you are making it my fault. I have been paying for system maintenance and obviously you were not doing your job. The BBB should put out an advisory that all ADS clients that were acquired by *********** are at risk. We had water damage. If this were fire/heat alarms at issue people could die. Business Response /* (4000, 21, 2022/08/16) */ According to our Service Department, the plumber admitted to their mistake and agreed to pay for the damages. Consumer Response /* (3000, 25, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again ADS is not offering a resolution. Obviously ADS did not read the initial complaint in. The plumbers Insurance covered the carpet excluding what they call "depreciation". That totals $1943. Depreciation was not actual depreciation, it was basically a deductible based on the type of Insurance coverage the plumber had. The carpet was in new condition. This also does not cover my full night of water extraction and a major disruption to life.

• Initial Complaint

  04/03/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I received a renewal statement in January and I wrote them to cancel my service and received no response. I received another statement in February and I called and requested they cancel my service and I was told I needed to let them know 30 days in advance and that it would be canceled in March. March I received another statement telling me to pay within 14 days or service would be canceled and legal action taken against me. I have called again and all they tell me is that it is being canceled. I am tired of the run around. I want the service canceled or do I need to hire an attorney to get them off my back. ************

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/04/13) */ ADS Security requires a 30-day notice of cancellation and information was advised to Mr. ****** 2/28/2022. **** ****** account has been cancelled and we have waived the final account balance. All correspondence should be sent to our Corporate Office in Nashville, TN vs our payment center. Consumer Response /* (2000, 7, 2022/04/14) */ I spoke with *************** at ADS Security this morning at 10:15 a.m. EST and was told that my security has been canceled and I have a zero balance. If this information is correct and I don't hear from them again I am satisfied. Thank You. John McCrea 118 Tranquil Trail Irmo, SC 29063

• Initial Complaint

  11/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Purchased a Security system of 3 security cameras from ADS on September 16th, 2021 to monitor the surrounding areas of the front property of my home. Since then I have had issues with the monitoring process with some of the cameras, for example, the garage camera that is supposed to pick up car activity in and out of my driveway does not function properly, it does not pick up ANY CAR ACTIVITY coming in or out of my driveway. Also, I cannot monitor the cameras from my PC as I was told I could do when I purchased this service because the videos constantly fails to load and the video stream constantly disconnects. I have contacted the sales representative with the issues and was told this would be resolved. In the meantime, I'm continuing to pay for a system that doesn't work properly. If this doesn't get resolved I want them to remove the cameras that were installed and I will find another company to secure my property. Please help me get this issue resolved Thank you.

  Business response

  11/30/2021

  Business Response /* (1000, 5, 2021/11/23) */ ADS Security is always willing to repair and resolve all issues with Mr. ********. After reviewing the account, we have no record of him calling our Service Department. As of today 11/23/2021, we have called and emailed Mr. ******** to resolve this matter. Mr. ******** can also contact our local office at ************ or our Customer Care Department at ************ (M-F; 8AM-5PM).

• Initial Complaint

  07/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased security surveillance services the ADS Securuty. I purchased all the equipment through this company and pay a monthly fee. I was overcharged on for the equipment. I am having problems with people breaking into my home and invasion of my privacy by hackers. I had a doorbell camera installed in which I had to take off because individuals who should not have any passwords key access or anything to my home was viewing what was going on inside and outside of my home. I contacted ADS and they reset the system and stated they did not see anything wrong with the system. At this point because of the lack of privacy I am going to discontinue these services but I want BBB to know what is happening with this Securuty Service and what computer hacker are doing in the Lower Richland Community specifically in the Gadsden and Eastover South Carolina area. They are hacking and stealing people personal information and unauthorized charges on bank and credit cards.

  Business response

  08/31/2021

  Business Response /* (1000, 8, 2021/08/09) */ ************ agreed to all equipment cost prior to installation, we apologize if she feels we overcharged her. Consumer Response /* (3000, 10, 2021/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I agree and paid for the equipment but I was overcharged. In addition my equipment has been hacked and I have called the sheriff department on several occasions because individuals has entered the home whom does not have passwords or the code to enter the home. I have contacted ADS and they state the equipment is operating properly. I have sensors on my windows and doors on the storage sheds and some came in and stole merchandise and equipment. Business Response /* (4000, 12, 2021/08/20) */ ADS Security has been trying to reach ************ via phone to resolve her concerns. If any fault from ADS Security, we take all ownership and work on a resolution. Please contact us at ************ as soon as possible.

• Initial Complaint

  05/11/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I hired ADS Security to install a home security system and security cameras at my residence in Sept. of 2017. The salesman asked if we had a home office, and said we could write off a portion of the cameras/security system as a home office expense by putting the account in the name of our home based business. He also advised we could pay for the cameras monthly if we wanted to do that, so that's what we agreed to. The contract says payments would be for 3 years for residential customers; commercial accounts are a 5 year lease. I asked ADS why my account was still being debited for the cameras, ADS advised the term was 5 years with interest; the payoff as of April 2021 was $1190. The total price for cameras/installation was $4200. I have made payments of $135.48/month since Nov. 2017 totaling $5690.16. Over 5 years, the total = $9450. I didn't agree to these terms; the contract (attached) does not show I agreed to a commercial lease. This was a trick by the salesman to double the price.

  Business response

  05/24/2021

  Business Response /* (1000, 5, 2021/05/21) */ ADS Security will offer zero down equipment installation for commercial accounts only (with committed of 5-year terms). For residential services, equipment cost is required prior to installation. After reviewing the agreement and property address, we will discontinue the monthly charges for the camera services and waive the remaining terms on the 5- year agreement. Consumer Response /* (2000, 7, 2021/05/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with the company's response.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩